A Conceptual Model of Service Quality and Its Implications for Future Research Export

@article{citeulike:3056636, abstract = {The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.}, author = {Parasuraman, A. and Zeithaml, Valarie A. and Berry, Leonard L.}, citeulike-article-id = {3056636}, citeulike-linkout-0 = {http://dx.doi.org/10.2307/1251430}, citeulike-linkout-1 = {http://www.jstor.org/stable/1251430}, doi = {10.2307/1251430}, issn = {00222429}, journal = {The Journal of Marketing}, keywords = {quality, service}, number = {4}, pages = {41--50}, posted-at = {2009-07-14 09:27:09}, priority = {5}, publisher = {American Marketing Association}, title = {A Conceptual Model of Service Quality and Its Implications for Future Research}, url = {http://dx.doi.org/10.2307/1251430}, volume = {49}, year = {1985} }

TY - JOUR ID - citeulike:3056636 L3 - citeulike-article-id:3056636 N2 - The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered. IS - 4 JF - The Journal of Marketing SN - 00222429 EP - 50 TI - A Conceptual Model of Service Quality and Its Implications for Future Research PB - American Marketing Association VL - 49 SP - 41 KW - quality KW - service AU - Parasuraman, A AU - Zeithaml, Valarie AU - Berry, Leonard PY - 1985/// UR - http://dx.doi.org/10.2307/1251430 ER -